1. Return & Refund Policy

At Mr. Tools, we prioritize transparency and customer satisfaction while maintaining high-quality standards. However, due to the nature of our wholesale business model, we have stringent policies to ensure fairness to all parties involved.
1-A Return Policy
• No Return Without Cause: Products can only be returned if they are damaged, defective, or the wrong item was dispatched. Customers must submit photographic or video evidence of “opening the box is a must” of any issues within 24 hours of receiving the order.
• Strict Evaluation Process: Once a return request is submitted, our team will review the provided evidence. If the item is deemed eligible for return, it will be accepted.
• Non-Eligible Returns: Products showing signs of wear, misuse, or tampering, or if not in the original packaging, will not be accepted for return.
• Final Sale: All sales are final unless damage or wrong item dispatch has been confirmed.

1-B Refund Policy

• Refunds are only issued for products that meet the return conditions. Once the return is approved, the refund process will begin.
• Refunds will be made to the original payment method within 21 business days after the returned goods are inspected.
Shipping costs are non-refundable unless the error is on our part (e.g., wrong item dispatched).
2. Damage Policy
• Inspection Upon Arrival: Upon receiving the order, customers must inspect the products immediately. Any damaged goods must be reported within 24 hours, along with photographic or video evidence.

• Damage During Shipping:

If the damage occurs during shipping, Mr. Tools will file a claim with the courier and issue a refund or replacement after verification.
• Unreported Damage: Damage claims submitted after the 24-hour window will not be entertained.

3. Order Cancellation Policy

• Cancellation Window: Orders can only be canceled within 12 hours after the order is placed. After this period, the order is processed for shipping and cannot be canceled.
• Refund After Cancellation: If cancellation is successful within the allowed window, a refund will be processed to the original payment method within 5 business days.
• No Cancellation After Dispatch: Once the order has been dispatched, it cannot be canceled under any circumstances.

4. Late or Missing Deliveries Policy

• Tracking: Every dispatched order is accompanied by a tracking number. Customers can track their order through the provided courier service.
• Delivery Delays: If the order has not arrived within the estimated delivery time, customers must inform Mr. Tools within 5 days of the expected delivery date.
• Investigation: Mr. Tools will investigate the delay with the courier service and provide the customer with an update within 2 business days.
• Replacement for Lost Deliveries: If the order is confirmed lost by the courier, a replacement will be shipped, or a refund will be processed, based on customer preference.

5. Product Replacement Policy

• Eligible Cases: Replacement is only offered in the case of defective, damaged, or wrongly dispatched items.
• Procedure: Upon receiving a request, the customer must provide evidence of the issue. After internal review, if the claim is approved, a replacement product will be dispatched.
• Time Frame: Replacements are processed within 7 business days from the approval of the claim.
No Exchanges: Due to the wholesale nature of sales, no exchanges are allowed for other products or variations in weight